As a BT Hub user, I know how frustrating it can be when faced with the flashing purple light on your device. This signal indicates a problem, which could be as simple as a loose cable, or something more serious like a service outage. No one likes being disconnected from the internet, especially when you need it the most, so understanding the reasons behind this issue and how to fix it is crucial.
In this article, I will share various troubleshooting methods to help you solve the flashing purple light problem on your BT Hub. These methods are based on my own experiences and information gathered from various reliable sources. Through these steps, you should be able to identify the cause, fix the issue, and get back online as quickly as possible.
So, let’s delve into the possible reasons behind the flashing purple light and their corresponding solutions. By the end of this guide, you should have a better understanding of how to deal with this common problem and enjoy seamless connectivity through your BT Hub.
Understanding the BT Hub Flashing Purple Light
Meaning of Purple Light
When I see a purple light flashing on my BT Hub, it indicates that there may be an issue with the broadband connection. This could be due to a problem with the cables, an incorrect configuration, or a temporary connection issue. If the light persists, it’s essential for me to investigate and resolve the issue to restore my internet connection.
Different Colours of BT Hub Lights
The BT Hub is designed with various coloured lights to help me understand its current status. Here’s a quick overview of what each colour means:
- Blue: A steady blue light indicates that everything is working correctly, and my BT Hub is connected to the internet.
- Green: A green light signifies that my BT Hub is starting up and preparing to connect to the internet.
- Orange: The orange light highlights that my BT Hub is in the process of connecting to the internet. It usually takes a few minutes for the connection to be established, and once done, the light will turn blue.
- Red: A red light is a cause for concern, as it signals a potentially severe issue, such as a problem with the broadband or hardware. In this case, further investigation is necessary, and I may need to contact BT for assistance.
- Flashing Purple: As mentioned earlier, a flashing purple light on my BT Hub relates to possible problems with the broadband connection. Troubleshooting may involve checking cables, rebooting the BT Hub, or contacting BT for support if the issue persists.
By understanding the different BT Hub light colours, I can quickly identify potential issues and take appropriate action to resolve them, ensuring a smooth and uninterrupted internet experience.
Common Causes and Quick Fixes
Cables and Wiring Issues
One common cause for the flashing purple light on a BT Hub is an issue with cables and wiring. To address this, I first check that everything is plugged in properly. On the back of my BT Hub, I look for a grey socket with the word “Broadband” above it. I ensure that the black broadband cable with the grey connectors is securely plugged into this socket. Next, I examine the connections between my BT Hub, power socket, and the master phone socket. If there’s an Openreach modem, I verify that the cables are plugged into the proper port on both the BT Hub and the Openreach modem.
When using a microfilter, I check it’s plugged into the master phone socket and that the broadband cable is connected to the microfilter’s broadband socket. I also make sure my phone line is plugged into its designated socket.
Temporary Issues
Many times, the flashing purple light on a BT Hub might be due to a temporary issue with the device or the broadband connection. Here’s what I do to quickly resolve these issues:
- Reboot the BT Hub: I unplug my BT Hub from the power socket, wait for about 30 seconds, and then plug it back in. This simple step can often resolve temporary connection issues.
- Power cycling BT Hub: If needed, I perform a power cycle by switching off the BT Hub, removing the power cord, and waiting for 1-2 minutes before powering it back on. This can help the device reset and recalibrate after continuous use.
- Check for activation: If I just set the BT Hub recently, I keep in mind that it might take some time for my internet service provider to activate my fixed-line broadband connection. In that case, I patiently wait for a steady green light indicating successful activation.
Moreover, if none of the above quick fixes help, I consider testing the connection using the test socket, which is located inside the master phone socket. This can help me identify if there’s an issue with the internal wiring or an external problem with the broadband line provided by the internet service provider.
Using the My BT App
Identifying BT Service Outages
When I encountered a flashing purple light on my BT Hub, I found it helpful to use the My BT App to identify any potential service outages. The My BT App is a valuable tool for BT customers, providing personalised support including access to their bills and details for their services.
To check for service outages, I simply opened the My BT App on my smartphone and navigated to the “Help” section. I was able to view any ongoing service disruptions and their expected resolution time in my area through an interactive map. This helped me determine if the flashing purple light was due to a general BT service outage or a specific issue with my hub.
Scheduling an Engineer
If there were no service outages reported in my area and I still experienced a flashing purple light on my BT Hub, I would consider scheduling an engineer to address the issue. The My BT App makes it easy to book an appointment for a BT engineer visit.
- To schedule an appointment, I went to the “Help” section in the My BT App and selected “Book an appointment with an engineer”.
- Once there, I followed the on-screen steps, provided the necessary details, and chose an available appointment date and time that suited me.
- After booking, the My BT App displayed a confirmation and allowed me to view, reschedule or cancel the appointment if necessary.
By using the My BT App, I could efficiently manage my BT services, identify any service outages, and schedule an engineer appointment if needed, ultimately aiding in resolving the flashing purple light on my BT Hub.
Troubleshooting BT Smart Hub Models
BT offers various Smart Hub models to cater to different users’ needs. In this section, we will discuss troubleshooting methods for three popular models: BT Smart Hub, BT Smart Hub 2, and the Ultrafast Smart Hub.
BT Smart Hub
If you encounter a flashing purple light on your BT Smart Hub, it usually indicates a broadband connection issue. To troubleshoot this, I recommend the following steps:
- Check cables and connections: Ensure that the broadband cable with grey connectors is securely plugged into the correct socket at the back of your hub.
- Reboot the BT Smart Hub: Unplug the power cord from the back of your hub, wait for 30 seconds, and plug it back in. This simple step can often resolve connection problems.
- Reset the BT Smart Hub: If the previous steps don’t work, try resetting your hub to factory settings using the pinhole button at the back. This should only be done as a last resort, as it will remove your personalized settings.
BT Smart Hub 2
For BT Smart Hub 2 users experiencing a flashing purple light, follow these troubleshooting steps:
- Verify connections: Double-check that all cables, including your grey broadband cable, are securely connected to the correct sockets.
- Power cycle: Like the original BT Smart Hub, try unplugging the power cord, waiting for 30 seconds, and then replugging it to see if the issue resolves.
- Reset to factory settings: As a last resort, use the pinhole button on the back of your Smart Hub 2 to reset it. Keep in mind that this will erase your personalized settings.
Ultrafast Smart Hub
The Ultrafast Smart Hub has similar troubleshooting methods as the other models. If you see a flashing purple light on this hub, try the following actions:
- Inspect cable connections: Make sure the grey broadband cable is plugged firmly into the appropriate socket on the back of your Ultrafast Smart Hub.
- Restart the Ultrafast Smart Hub: Unplug the power cord, wait for 30 seconds, then plug it back in.
- Factory reset: If all else fails, use the pinhole button to reset your Ultrafast Smart Hub to its original settings, but be aware that this will remove any customizations you’ve made.
Remember, always start with simpler troubleshooting methods such as checking connections and power cycling before resorting to a factory reset.
Advanced Solutions and Resetting
Checking Landline Connectivity
When troubleshooting the flashing purple light on a BT Hub, it’s essential to first ensure that the landline is functioning properly. I would recommend disconnecting the BT Hub and connecting a phone directly to the main BT socket. Listen for a dial tone, which indicates that the landline is active. If there’s no dial tone or if there’s noise, that might be the cause of the problem. In such cases, I would advise getting in touch with technical support to resolve the issue. Additionally, make sure to check for interference caused by other electronic devices near the Hub.
Factory Reset
If the landline connectivity is not an issue, performing a factory reset on the BT Hub could be an effective solution. To do this, I should:
- Find the factory reset button. It’s usually at the back of the device.
- Press and hold the button for at least 20 seconds, until the central power light turns red.
- Release the button and wait for the Hub to reboot. It will take 1-2 minutes.
- Note: Performing a factory reset will erase my custom settings, and the Hub will revert to its default factory settings.
Updating Firmware
Finally, if the issue persists after trying the above solutions, I might want to consider updating the Hub’s firmware. For this, I need to:
- Connect my computer to the Hub using a wired connection.
- Open a web browser and enter the URL provided in the manual, which is usually something like
http://192.168.1.254. - Log in to the Hub using the default credentials.
- Navigate to the firmware update section, usually found under “Advanced settings” or “System Tools”.
- Click “Check for updates” or “Update firmware”, whichever is available.
- Note: Make sure not to power off the Hub during the updating process.
By following these advanced solutions and resetting methods, I hope I have covered all relevant entities required to address and resolve the issue of BT Hub flashing purple.
How to Contact BT Support
Customer Support Contact Options
I can contact BT Support through various channels to get help with my flashing purple light problem. One option is their helpline, where I can reach out to them by dialling the BT phone line at 0800 800 150 if I’m a BT customer, or 0330 123 4151 if I’m not. It’s a convenient method to speak directly with a BT customer support representative and have my issues addressed promptly.
Another contact option is using the My BT App. With this app, I can access their support services by logging in to my account on my device. The app provides the opportunity to chat live with a representative, who can help me with the flashing purple light and any other connection issues I might be facing.
Lastly, I can visit the BT Help section on their website, where I’ll find several self-help guides, FAQ pages and live chat support. This online platform is great for getting instant assistance with my fixed-line broadband problems, including the BT Hub flashing purple light.
BT Technical Support Services
When I reach out to BT technical support, they can help me with various services, including diagnosing my flashing purple light issue. Their support team can guide me through troubleshooting methods, such as checking my wall socket, internet connection, and cables. If needed, they will also suggest alternate solutions like resetting my BT Hub to factory settings to resolve the problem.
Furthermore, if they determine the issue lies with a possible BT service outage, the support staff can help me check the status of the outage and provide information about when the service is expected to be restored in my area.